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Total Quality Management & Business Excellence Volume 24, 2013 - Issue 9-10: Relationship Quality and Customer Satisfaction in Service Contexts
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Service Quality and Customer Satisfaction

Conceptualisation of service quality for hybrid services: a hierarchical approach

Shirshendu Ganguli Marketing & Strategy Department, IFHE University, IBS Hyderabad, Hyderabad, India
&
Sanjit Kumar Roy Marketing and Advertising Department, Coventry University Business School, Coventry, UKCorrespondence[email protected]
Pages 1202-1218 | Published online: 08 Jul 2013

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Read on this site (6)

Suaini Sura & Jongchang Ahn. (2019) The effects of service quality determinants on social networking site-based commerce: the Malaysian customers’ perspective. Total Quality Management & Business Excellence 30:13-14, pages 1480-1494.
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Zhen He, Xiaoxi Yang, Weicheng Wang & Min Zhang. (2017) Measuring service quality in telematics service: development and validation of multidimensional TeleServQ scale. Total Quality Management & Business Excellence 28:9-10, pages 1166-1182.
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Reza Dabestani, Arash Shahin, Hadi Shirouyehzad & Mohammad Saljoughian. (2017) A comparative study of ordinary and fastidious customers’ priorities in service quality dimensions. Total Quality Management & Business Excellence 28:3-4, pages 331-350.
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Yongyoon Suh & Jeonghwan Jeon. (2016) Do integrated products and services increase customer satisfaction? The case of the mobile industry in Korea. Total Quality Management & Business Excellence 27:11-12, pages 1261-1276.
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Mohammad Alamgir Hossain & Yogesh K. Dwivedi. (2015) Determining the consequents of bank's service quality with mediating and moderating effects: an empirical study. Total Quality Management & Business Excellence 26:5-6, pages 661-674.
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Mohammad Alamgir Hossain, Yogesh K. Dwivedi & Sarah Binte Naseem. (2015) Developing and validating a hierarchical model of service quality of retail banks. Total Quality Management & Business Excellence 26:5-6, pages 534-549.
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Articles from other publishers (13)

Pengyi Shen & Zecong Ma. (2022) The quality of physical–electronic hybrid services and its impact on customer loyalty. Service Business 16:4, pages 1065-1080.
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Min Zhang, Yiwei Li, Lin Sun & Farouk Adewale Moustapha. (2022) Integrated store service quality measurement scale in omni-channel retailing. International Journal of Retail & Distribution Management 50:7, pages 839-859.
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Masood Ul Hassan, Muhammad Shahid Iqbal & Ume Habibah. (2020) Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector. SAGE Open 10:2, pages 215824402092441.
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Kornilia Skarpeta, Maria Koemtzi & Dimitrios Aidonis. (2019) Measuring internal service quality: the case of the Greek public higher education institutions. The TQM Journal 32:2, pages 268-287.
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Hung-Che Wu, Ching-Chan Cheng & Ananda Sabil Hussein. (2019) What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia. International Journal of Bank Marketing 37:2, pages 595-620.
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Sanjit Kumar Roy, Vaibhav Shekhar, Walfried M. Lassar & Tom Chen. (2018) Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services 44, pages 293-304.
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Xue-mei Fu, Jiang-hua Zhang & Felix T.S. Chan. (2018) Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory. Transportation Research Part A: Policy and Practice 113, pages 476-490.
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Jaehun Joo & Azizbek Marakhimov. (2017) Antecedents of customer participation in business ecosystems: evidence of customers’ psychological ownership in Facebook. Service Business 12:1, pages 1-23.
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Silvio Barbieri, Emmanuel Fragniere, Yvonne de Grandbois & Pedro Miguel Moreira. (2017) Measuring Human Risks in Service: A New Model. Journal of Service Science and Management 10:06, pages 518-536.
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Samson Yusuf Dauda & Jongsu Lee. (2016) Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers. International Journal of Bank Marketing 34:6, pages 841-867.
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David Bamford & Benjamin Dehe. (2016) Service quality at the London 2012 games – a paralympics athletes survey. International Journal of Quality & Reliability Management 33:2, pages 142-159.
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Sanjit Kumar Roy & M S Balaji. (2015) Measurement and validation of online financial service quality (OFSQ). Marketing Intelligence & Planning 33:7, pages 1004-1026.
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Vinh V Thai. (2015) The impact of port service quality on customer satisfaction: The case of Singapore. Maritime Economics & Logistics.
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